Great for Customer Service Teams
February 07, 2020
Great for Customer Service Teams
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with 8x8 Contact Center
8x8 Contact Center is being used only by our Customer Service Department. We currently only use it for our phone system, not as a CRM tool. But we are in the process of upgrading to the VCC and using more of the features. Our customer service team answers calls with 8x8 Contact Center, but our managers aren't able to take calls through it, so only our agents use it for calls, not our whole department.
- There is a robust video tutorial section
- Customer on-boarding is very thorough
- I would love to have one tab open on my browser while running the program, right now I have the VO app open, and at least two tabs dedicated to 8x8 Contact Center.
- We added customers to the database, but when they call in, they don't automatically pull up like they do in the videos.
- Since I work in CS, I am not privy to any hard numbers but it seems positive.
- Our goal is to retain more customers and I think many of the features will help with that.
- Freshdesk and RingCentral
I have used Freshdesk and RingCentral systems in the past. RingCentral was very temperamental but easy to use. There was no consistency with it. 8x8 Contact Center is excellent but still experiences glitches like Ring Central. Sometimes a call will pop up in 8x8 Contact Center, and there will be no buttons to answer it. That would happen when I used Freshdesk too. Every system has its flaws, 8x8 Contact Center seems a little better and more consistent than others, however.
Do you think 8x8 Contact Center delivers good value for the price?
Yes
Are you happy with 8x8 Contact Center's feature set?
Yes
Did 8x8 Contact Center live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of 8x8 Contact Center go as expected?
Yes
Would you buy 8x8 Contact Center again?
Yes